Customer Service Skills and Communications

Course details

In our modern working and home environment assertiveness and effective communication skills are essential skills in dealing with people and coping with the stress and pressures we all face. By increasing our confidence, assertiveness and communicating more effectively we will increase our self-esteem, make better use of our time and gain more positive results from many situations.

Course Outline:

• Making requests of colleagues, business associates
• Disagreeing and stating your views.
• Giving and receiving information
• Giving bad news to others.
• Contributing assertively at meetings & negotiating assertively.
• Dealing with non-assertive and aggressive behaviour in others.
• Tips for dealing with situations we perceive as challenging
• Telephone etiquette and screening calls
• Front desk organisation; appointments; booking forms, etc.
• Proactive employee attitudes; Knowledge of products and services.
• Sales enquiries, customer complaints and awkward customers.
• 14 Key Elements in Excellent Customer Service.